Customer Service Manager Industry: Tourism & Travel Employment Type: Full-time Work Location: Dokki, Giza Days Off: One day off per week
Job Summary We are seeking an experienced and passionate Customer Service Manager to lead our customer service team in delivering exceptional support to travelers and clients. The ideal candidate will have a strong background in the tourism industry, excellent leadership skills, and a customer-first mindset. You will be responsible for managing customer inquiries, resolving complaints, improving service quality, and ensuring every client interaction reflects our commitment to excellence. Key Responsibilities Team Leadership & Management Lead, mentor, and manage a team of customer service representatives Conduct regular training sessions to enhance product knowledge and service skills Create shift schedules and ensure adequate coverage during peak hours Conduct performance evaluations and provide constructive feedback Foster a positive, collaborative, and customer-focused team culture Customer Service Operations Oversee daily customer service operations across phone, email, chat, and in-person inquiries Handle escalated customer complaints and complex travel-related issues Ensure timely and accurate responses to all customer inquiries Monitor service levels and implement improvements to meet or exceed targets Develop and maintain customer service standards, policies, and procedures Quality Assurance Monitor customer interactions to ensure quality and consistency Analyze customer feedback and implement service improvements Prepare regular reports on customer service metrics and performance Identify trends in customer inquiries and complaints to proactively address issues Collaboration Coordinate with reservations, operations, and sales teams to ensure seamless customer experiences Work with marketing to communicate customer insights and feedback Liaise with travel partners, hotels, and service providers to resolve customer issues Process Improvement Identify opportunities to streamline customer service processes Implement technology solutions to improve efficiency and customer experience Develop FAQs, response templates, and knowledge base resources Qualifications & Requirements Education & Experience Bachelor's degree in Tourism, Hospitality, Business Administration, or related field Minimum 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role Proven experience in the tourism and travel industry is essential Technical Skills Proficiency in CRM software and customer service platforms Familiarity with travel booking systems (Amadeus, Sabre, Galileo) is a strong plus MS Office proficiency (Excel, Word, Outlook) Experience with social media customer service tools is advantageous Language Requirements Arabic: Native or fluent (spoken and written) English: Excellent command (spoken and written) – must be able to communicate professionally with international clients and partners Personal Attributes & Soft Skills Customer-focused mindset with genuine passion for helping people Strong leadership abilities to motivate and guide a team Excellent communication and interpersonal skills Problem-solving mindset with ability to handle stressful situations calmly Attention to detail and commitment to accuracy Organizational skills to manage multiple priorities Flexibility to adapt to changing situations and peak travel seasons Cultural awareness and sensitivity when dealing with international clients Working Conditions Location: Dokki, Giza (onsite) Working Days: 6 days per week Day Off: One rotating or fixed day off (to be discussed during interview) Working Hours: Standard business hours with occasional flexibility during peak seasons Travel: May require occasional travel for training or industry events What We Offer Competitive salary commensurate with experience Opportunity to work in a dynamic and growing tourism agency Professional development and training opportunities Supportive work environment with a passionate team Performance-based incentives and bonuses Career growth potential within the organization